IT Support Technician I

Job Summary:

This position is the first line of support and face of the IT department and is responsible for answering phone calls, managing ticket queue, and addressing in person issues. This role requires a critical thinker that can handle multitasking. It's important to have a basic level of understanding in troubleshooting and polite/clear communication. To install, maintain, and support computers, printers, peripherals, hardware, cabling and software for all departments. To track, install, upgrade, manage, and document all software, applications and operating systems. To provide technical assistance and respond to issues related to classroom audio/visual hardware. Assist other support tiers as requested.

Essential Duties and Responsibilities:

1. Hardware & AV Support

Operating Systems support includes installation, updates, and troubleshooting of Microsoft Windows desktop operating system and Apple devices. Replacing hardware pieces as needed, adding RAM, and/or replacing hard drives for example. Peripheral support includes installation and support of standalone and network printers, scanners, fax machines, external storage equipment, video conferencing equipment, and audio-visual equipment

1. Helpdesk

Help Desk duties include supporting users via phone, email and onsite, documenting problems and resolutions in a helpdesk ticketing system. Logs, assigns, and tracks Help Desk requests including trouble-shooting, security, network connections, hardware requests, and technology projects Documentation of work performed in ticketing system; updating the knowledge base for department wide use.

1. Software Support

Software Application support includes installation, upgrades, troubleshooting, assisting users in the use of standard and specialized applications.

1. Asset Management

Position assists with performing asset inventory audits as assigned and assisting in maintaining accurate inventory records. Assists with selection, research, and testing of new or updated related computer applications and hardware.

1. Special projects may be assigned that go beyond the scope of normal job duties in which an employee may be assigned as the project lead, or a part of a team, implementations of new technologies for the Department.

Job Requirements:

o Associates/Bachelor degree or experience in higher education

o 1 – 2 years of working knowledge in hardware, software, and troubleshooting

o Provides technical support and troubleshooting to desktop, and/or systems hardware and software. Specific to Windows and Apple OS devices.

o Ability and desire to learn various applications and assist end users with problems using those applications

o Innovative, responsible, trustworthy, respectful, friendly, dependable, flexible, and multi-tasking

o Has excellent customer service skills, can articulate resolutions to a broad span of End Users, and is professional in all forms of communication Able to contribute and be productive and efficient in a team environment and also able to work with little supervision

o Willing to receive advanced or certified training

o Quick problem-solving skills

o Can adapt to different environments in the workplace

o May need to be on call for weekends, evenings, or holidays

o Adhere to the business casual dress code

o One weekend a year (in August) is mandatory for this position – it is move in weekend for the new students.

o May need to be on call for weekends, evenings, or holidays.

Working Conditions:

Environmental Conditions:

Majority of time spent in general office environments; but job also requires supporting technological hardware located in a wide variety of environments situations ranging from office to industrial and outdoors; exposure to computer screens.

Physical Conditions:

Essential and marginal functions may require maintaining physical condition necessary for lifting up to fifty (50) pounds on a regular basis; sitting for prolonged periods of time; the use of fingers. Ability to walk throughout the campus.

Job Type: Full-time

Expected hours: 40 per week

Benefits:

• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person